Executive Commentary
评论了关于成功实施自助服务技术的论文，指出自助服务技术必须与组织的业务流程和后台技术整合，并批评原论文未涉及判断成功的关键变量。
The article presents a commentary on the paper “Implementing Successful Self-Service Technologies,” by Amy L. Ostrom, Mary Jo Bitner, and Matthew L. Meuter. The author contends that self-service technology must be integrated with an entire organization's business processes and other back-office technologies. He notes that the firms highlighted in the paper were able to inextricably link self-service technologies to their company's strategies, business models, business processes, and cultures. The author says the paper failed to address the critical variables that indicate whether or not self-service technology will be successful.